Team Leader (Remote, Remote, US)

About This Opportunity

We are representing a confidential healthcare services organization seeking a Team Leader for a fully remote position based in the United States. Our client operates in the healthcare support sector and is looking for an experienced people manager to lead a customer service team and drive operational excellence.

This is a full-time, work-from-home role where you'll oversee a team of 12-20 customer service associates, ensuring they meet service level agreements and deliver exceptional support to healthcare clients.

Responsibilities

• Lead, supervise, and motivate a team of 12-20 customer service associates to achieve service level agreements and key performance indicators
• Monitor team activities to ensure prompt, courteous, and accurate customer responses while maintaining quality standards
• Handle escalations that associates cannot resolve, address process-related questions, and manage team grievances
• Listen to calls and provide coaching to enhance individual and team performance
• Review associate interactions and deliver constructive feedback for continuous improvement
• Collaborate with quality teams to monitor performance metrics and quality scores
• Conduct monthly and confirmation appraisals by the 7th of each month
• Prioritize and assign work, manage scheduling, overtime requirements, and break management
• Develop strategies to reduce attrition and absenteeism
• Organize training programs for team members
• Coordinate with HR and administration to resolve policy and compliance matters
• Lead team briefings and debriefings before and after each shift
• Facilitate weekly team meetings to communicate process changes, quality updates, and performance metrics
• Implement rewards and recognition programs and organize team-building activities

What We're Looking For

Required Experience:

• 1-2 years of supervisory experience OR 3-4 years of experience as a customer service associate
• Undergraduate education or completion of a 4-year college program (2+ years completed)
• Excellent knowledge of MS Office, especially Excel

Preferred Qualifications:

• Minimum 1 year as a process leader or team lead
• Dental claims experience is an added advantage

Skills and Competencies:

• Strong organizational, planning, and analytical capabilities
• Basic arithmetic and statistical skills for data analysis and reporting
• Excellent problem-solving abilities
• Outstanding written and verbal communication skills
• Proven team management, mentoring, motivating, and coaching skills
• Collaborative and consultative approach
• Achievement-oriented mindset with creative problem-solving
• Business foresight and ability to identify strategic opportunities
• Strong influencing and decision-making skills
• Ability to manage transformation in dynamic environments

Working Environment:

This role involves working with secure and confidential healthcare data, requiring strict adherence to data security and privacy standards. Some after-hours or weekend availability may be required during system maintenance and month-end operations.

How We Work With You

Get A Job.ai specializes in connecting talented professionals with leading organizations. When you apply through our platform:

• Our recruiting team will review your application and conduct an initial screening
• Qualified candidates will be prepared and submitted directly to our client
• We'll guide you through each step of the interview process
• Please do not contact the client directly—all communication goes through Get A Job.ai

Pay

Compensation details will be discussed during the screening process based on your experience and qualifications.

Equal Employment Opportunity: Get A Job.ai is committed to inclusive hiring practices. We welcome applications from all qualified candidates regardless of race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic.